Position Summary:

Under general supervision this position is responsible for accurately and efficiently tracking, posting time and answering questions about payroll information for all Manila contact center employees daily. The Operations Payroll Coordinator will be working closely with the Workforce Planning and contact center leadership team to ensure all aspects of an employee's payroll and benefit hours is accurately recorded. The Payroll Coordinator will also work closely with Corporate Payroll and HR to ensure Government and Company guidelines are upheld regarding all payroll related matters. Auditing and reviewing entries will be required to ensure accuracy in both the payroll system as well as independently maintained spreadsheets. Periodically manage various paid and unpaid time off entitlements for the different contact centers in North America as well as the Philippines for a total of 1,600 employees. Professional and positive interaction with all levels of management, agents and colleagues is imperative. The administrative requirements in a contact center environment are always evolving. The Operations Payroll Coordinator must be able and willing to evolve within this environment.

1. Monitor, audit and consolidate agent worked hours to payroll systems. Report on any problems with data transfer or missing information. Maintain payroll systems with correct employee information. Daily input of vacation, personal time, Nigh differentials and other payouts not associated with physical worked time.
2. All updates to current payroll cycle must be done every two weeks. Failure to meet these deadlines would result in negative impacts to employee's pay. It will be a requirement to work accurately and efficiently making sure these deadlines are met.
3. Accuracy is of the highest importance when tracking employees worked hours, vacation, and personal time in the payroll system. Spreadsheet maintenance is required to help assist with accuracy between payroll and operations staffing systems. Keeping the payroll system up to date is required, especially when a termination check is issued to an employee that separates from the company.
4. Responsible for assisting the leadership team or HR in the preparation of various reports related to historical payroll information. Provide assistance in the individual request by management or contact center staff in regards to personal time or vacation time that has been paid out.
5. Handles customer service inquiries and problems via email, phone and walk up by contact center employees, HR, Corporate Payroll and the leadership team. Provide support to RCCL contact center staff in regards to payroll questions or policies. Work with corporate payroll and HR to answer questions, request manual checks or verify information.